IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v64y2011i10p1116-1127.html
   My bibliography  Save this article

Burnout processes in non-clinical health service encounters

Author

Listed:
  • Ashill, Nicholas J.
  • Rod, Michel

Abstract

This study employs Bagozzi's (1992) reformulation of attitude theory (appraisal --> emotional response --> behavior), to examine the antecedents and outcomes of burnout in a healthcare environment where healthcare workers are engaged in the novel context of non-clinical health service encounters. The findings identify significant relationships between job demand stressors (role overload, role conflict, role ambiguity and interpersonal conflict), symptoms of burnout (emotional exhaustion and depersonalization), affective job outcomes (job satisfaction and organizational commitment) and behavioral job outcomes (service recovery performance and turnover intentions) and extend our understanding of these phenomena in the largely unexplored yet important context of non-clinical health service delivery. The major implication for hospital managers is to ensure that non-clinical healthcare workers have adequate information pertaining to their job-related duties and responsibilities since role ambiguity is the only characteristic of the non-clinical work environment that influences subsequent appraisal (depersonalization), emotional response (organizational commitment) and behavior (service recovery performance) in the conceptualization of appraisal --> emotional response --> behavior.

Suggested Citation

  • Ashill, Nicholas J. & Rod, Michel, 2011. "Burnout processes in non-clinical health service encounters," Journal of Business Research, Elsevier, vol. 64(10), pages 1116-1127, October.
    • Handle: RePEc:eee:jbrese:v:64:y:2011:i:10:p:1116-1127
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296310002274
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Schick, Allen G. & Gordon, Lawrence A. & Haka, Susan, 1990. "Information overload: A temporal approach," Accounting, Organizations and Society, Elsevier, vol. 15(3), pages 199-220.
    2. Jaramillo, Fernando & Mulki, Jay Prakash & Marshall, Greg W., 2005. "A meta-analysis of the relationship between organizational commitment and salesperson job performance: 25 years of research," Journal of Business Research, Elsevier, vol. 58(6), pages 705-714, June.
    3. Valentine, Nicole & Darby, Charles & Bonsel, Gouke J., 2008. "Which aspects of non-clinical quality of care are most important? Results from WHO's general population surveys of "health systems responsiveness" in 41 countries," Social Science & Medicine, Elsevier, vol. 66(9), pages 1939-1950, May.
    4. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    5. Russ, Frederick A. & McNeilly, Kevin M., 1995. "Links among satisfaction, commitment, and turnover intentions: The moderating effect of experience, gender, and performance," Journal of Business Research, Elsevier, vol. 34(1), pages 57-65, September.
    6. Campbell, S. M. & Roland, M. O. & Buetow, S. A., 2000. "Defining quality of care," Social Science & Medicine, Elsevier, vol. 51(11), pages 1611-1625, December.
    7. Mulki, Jay Prakash & Jaramillo, Fernando & Locander, William B., 2006. "Emotional exhaustion and organizational deviance: Can the right job and a leader's style make a difference?," Journal of Business Research, Elsevier, vol. 59(12), pages 1222-1230, November.
    8. Claes Cassel & Peter Hackl & Anders Westlund, 1999. "Robustness of partial least-squares method for estimating latent variable quality structures," Journal of Applied Statistics, Taylor & Francis Journals, vol. 26(4), pages 435-446.
    9. Jones, Eli & Chonko, Lawrence & Rangarajan, Deva & Roberts, James, 2007. "The role of overload on job attitudes, turnover intentions, and salesperson performance," Journal of Business Research, Elsevier, vol. 60(7), pages 663-671, July.
    10. Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
    11. Paulin, Michele & Ferguson, Ronald J. & Bergeron, Jasmin, 2006. "Service climate and organizational commitment: The importance of customer linkages," Journal of Business Research, Elsevier, vol. 59(8), pages 906-915, August.
    12. Jay Mulki & Jorge Jaramillo & William Locander, 2008. "Effect of Ethical Climate on Turnover Intention: Linking Attitudinal- and Stress Theory," Journal of Business Ethics, Springer, vol. 78(4), pages 559-574, April.
    13. Wensing, Michel & Jung, Hans Peter & Mainz, Jan & Olesen, Frede & Grol, Richard, 1998. "A systematic review of the literature on patient priorities for general practice care. Part 1: Description of the research domain," Social Science & Medicine, Elsevier, vol. 47(10), pages 1573-1588, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mohammad Amiri & Ahmad Khosravi & Ahmad Reza Eghtesadi & Zakieh Sadeghi & Ghasem Abedi & Mansour Ranjbar & Fardin Mehrabian, 2016. "Burnout and its Influencing Factors among Primary Health Care Providers in the North East of Iran," PLOS ONE, Public Library of Science, vol. 11(12), pages 1-11, December.
    2. Stefanini, Alessandro & Aloini, Davide & Gloor, Peter & Pochiero, Federica, 2021. "Patient satisfaction in emergency department: Unveiling complex interactions by wearable sensors," Journal of Business Research, Elsevier, vol. 129(C), pages 600-611.
    3. Annelies Costers & Yves Van Vaerenbergh & Anja Van den Broeck, 2019. "How to boost frontline employee service recovery performance: the role of cultural intelligence," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 581-602, September.
    4. Adil Zahoor, 2021. "Job crafting and service recovery performance: insight from Indian retail banking," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(1), pages 115-126, March.
    5. Gross, Hellen P. & Ingerfurth, Stefan & Willems, Jurgen, 2021. "Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention," Journal of Business Research, Elsevier, vol. 134(C), pages 405-413.
    6. Menguc, Bulent & Auh, Seigyoung & Fisher, Michelle & Haddad, Abeer, 2013. "To be engaged or not to be engaged: The antecedents and consequences of service employee engagement," Journal of Business Research, Elsevier, vol. 66(11), pages 2163-2170.
    7. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    8. Rael Wahu Gichara, 2017. "Burnout in Nurses at a Referral Hospital in Western Kenya," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(11), pages 704-715, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Locander, David A. & Darrat, Mahmoud A. & Babin, Barry J., 2023. "Examining the impact of salesperson orientation on creative selling, passive deviance, and organizational outcomes," Journal of Business Research, Elsevier, vol. 154(C).
    2. Rajesh Srivastava & Thomas Tang, 2015. "Coping Intelligence: Coping Strategies and Organizational Commitment Among Boundary Spanning Employees," Journal of Business Ethics, Springer, vol. 130(3), pages 525-542, September.
    3. Nicholas Ashill & Jayne Krisjanous & Janet Carruthers, 2004. "Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(2), pages 57-74, December.
    4. Wenjing Li & Xuhui Wang & Md Jamirul Haque & Muhammad Noman Shafique & Muhammad Zahid Nawaz, 2020. "Impact of Workforce Diversity Management on Employees’ Outcomes: Testing the Mediating Role of a person’s Job Match," SAGE Open, , vol. 10(1), pages 21582440209, January.
    5. Gross, Hellen P. & Ingerfurth, Stefan & Willems, Jurgen, 2021. "Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention," Journal of Business Research, Elsevier, vol. 134(C), pages 405-413.
    6. De Clercq, Dirk & Azeem, Muhammad Umer & Haq, Inam Ul & Bouckenooghe, Dave, 2020. "The stress-reducing effect of coworker support on turnover intentions: Moderation by political ineptness and despotic leadership," Journal of Business Research, Elsevier, vol. 111(C), pages 12-24.
    7. McCole, Patrick & Ramsey, Elaine & Williams, John, 2010. "Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1018-1024, September.
    8. Cho, Yoon-Na & Rutherford, Brian N. & Park, JungKun, 2013. "Emotional labor's impact in a retail environment," Journal of Business Research, Elsevier, vol. 66(11), pages 2338-2345.
    9. Edmondson, Diane R. & Boyer, Stefanie L., 2013. "The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review," Journal of Business Research, Elsevier, vol. 66(11), pages 2186-2192.
    10. Mulki, Jay Prakash & Jaramillo, Fernando & Locander, William B., 2006. "Emotional exhaustion and organizational deviance: Can the right job and a leader's style make a difference?," Journal of Business Research, Elsevier, vol. 59(12), pages 1222-1230, November.
    11. Natthaya Wongsuwan & Kanakarn Phanniphong & Khahan Na-Nan, 2023. "How Job Stress Influences Organisational Commitment: Do Positive Thinking and Job Satisfaction Matter?," Sustainability, MDPI, vol. 15(4), pages 1-21, February.
    12. García-Villaverde, Pedro M. & Rodrigo-Alarcón, Job & Parra-Requena, Gloria & Ruiz-Ortega, María José, 2018. "Technological dynamism and entrepreneurial orientation: The heterogeneous effects of social capital," Journal of Business Research, Elsevier, vol. 83(C), pages 51-64.
    13. Georgiadou, Andri & Amari, Amina & Swalhi, Abdelaziz & Hofaidhllaoui, Mahrane, 2024. "How does perceived organizational support improve expatriates' outcomes during global crises? The mediating role of the ethical organizational climate in global organizations," Journal of International Management, Elsevier, vol. 30(3).
    14. Kaynak, Ramazan & Sert, Tuba & Sert, Gurkan & Akyuz, Bulent, 2015. "Supply chain unethical behaviors and continuity of relationship: Using the PLS approach for testing moderation effects of inter-organizational justice," International Journal of Production Economics, Elsevier, vol. 162(C), pages 83-91.
    15. Yafang Tsai & Shih‐Wang Wu, 2010. "The relationships between organisational citizenship behaviour, job satisfaction and turnover intention," Journal of Clinical Nursing, John Wiley & Sons, vol. 19(23‐24), pages 3564-3574, December.
    16. Patterson, Paul & Yu, Ting & Kimpakorn, Narumon, 2014. "Killing two birds with one stone: Cross-selling during service delivery," Journal of Business Research, Elsevier, vol. 67(9), pages 1944-1952.
    17. Banerjee, Shantanu & Venaik, Sunil & Brewer, Paul, 2019. "Analysing corporate political activity in MNC subsidiaries through the integration-responsiveness framework," International Business Review, Elsevier, vol. 28(5), pages 1-1.
    18. Huber, Frank & Vollhardt, Kai & Matthes, Isabel & Vogel, Johannes, 2010. "Brand misconduct: Consequences on consumer-brand relationships," Journal of Business Research, Elsevier, vol. 63(11), pages 1113-1120, November.
    19. Unai Arzubiaga & Amaia Maseda & Txomin Iturralde, 2019. "Entrepreneurial orientation in family firms: New drivers and the moderating role of the strategic involvement of the board," Australian Journal of Management, Australian School of Business, vol. 44(1), pages 128-152, February.
    20. Pablo Ruiz & Carmen Ruiz & Ricardo Martínez, 2011. "Improving the “Leader–Follower” Relationship: Top Manager or Supervisor? The Ethical Leadership Trickle-Down Effect on Follower Job Response," Journal of Business Ethics, Springer, vol. 99(4), pages 587-608, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:64:y:2011:i:10:p:1116-1127. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.